For 2nd / 3rd line I think the problem management sell is quite strong. By focusing on eliminating the root cause of problems you minimise the number of incidents coming in which means that they are then free to spend their time on more interesting / challenging things like project work, etc.

I think the biggest selling point for ITIL to the Service Desk workers is Operational Level Agreements for all IT groups that interact. To have a document that allows the SD to set the user's expectation based upon the nature of the issue and its priority is something that they will all appreciate.

It might be worth organising training on the ITIL foundation course or at least provide a good overview so that everyone knows WHY things are being done in a certain manner. It will also highlight areas of responsibility and how these interact with other areas. (eg: incident management-problem-change etc)

First of all, the Service Desk Analysts are in the front lines of the support function. From the User Community standpoint, they are either considered heroes or nerds. That differentiation is important in deciding what you can sell as #1 benefit.

They probably feel frustrations towards the rest of the IT organization which may be a little less responsive to user needs. A number of things can excite them here:

- Better segregation of responsibilities
- Better accountability outside the SD so they know which door to knock
- More information available on what is going on in the rest of IT
- Reduction is incident count, which you sell as a more time to get organized and educated

They probably are frustrated with users as well. Here you can sell:

- Reduction in incident/problem business impact, which means users won't be as mad as they sometimes are
- SLAs mean they will be assisted in defining priorities and won't get pushed around as much
- SLAs will also help them define what they are supposed to deliver and what they aren't supposed to. Less escalation will keep management off their backs

The list is virtually endless. I love this part because to me it's the easiest. Those guys are after real concrete things. Make sure you understand their environment and frustrations. ITIL will help them in many ways... Getting the Service Desk on board is a Quick Win in itself because you just energized a whole bunch of people who are in direct contact with customers and their enthusiasm will show quickly.

You quickly need to assess how much you can shake things too. The Service Desk needs to be the point of accountability for support issues and you need to find a way to bring other teams to work under the SD supervision on support issues. This is usually a politically sensitive part, but it's a big contributor to better results in IT support._________________BR,
Fabien Papleux

M-O-N-E-Y, The answer to everything. ITIL certified HD Analysts can ask $5K more a year over someone not ITIL certified and GET IT.
Another, less interesting, reason is it makes life easier as it puts everyone on the same footing, using the same language, and everyone has access to the same knowledge base. We all row together and in the same direction.

... well... provided the company decides to pay to certify SD analysts which, let's face it, does not happen every day...

Most Service Desks function very well with team leaders Foundation certified and Analyst with a quick 2-3 hour awareness course, and SD Managers as IPSR practitioners for instance..._________________BR,
Fabien Papleux